Frequently Asked Questions:
I have included as many answers as possible here, but if there is anything you need to know that isn't covered do feel free to contact me and I will be happy to help. By using this website and/or placing an order it is understood that you have accepted the information available on this page. The questions are arranged in 4 categories:
  1. Questions about Price, Delivery & Ordering
  2. Questions about the Fantasy Portrait Images
  3. General Questions
  4. Technical Questions

Click here to view the site's Terms & Conditions or click here to view the site's Privacy Policy (including information regarding cookies)

My contact details are:

Sarah Thexton
45 Swan Road
NR19 1AG

Email address: [email protected]

1: Questions about Price, Delivery & Ordering

How much is delivery?

Delivery of all gifts and items on the site is free of charge within mainland UK unless otherwise stated and with the exception of Next Day Delivery when that option is available. Orders for delivery outside the UK are welcome, but will incur additional postage costs. For further information about delivery, and overseas charges, please click here. Overseas orders may be subject to import taxes, customs duties or fees imposed by the destination country. The buyer is responsible for paying any duties or fees. PhotoFairytales cannot be held responsible for any charges or unforeseen customs delays.

How long will it take for my order to be dispatched?

Please see the information provided for each product, as turn around times vary from item to item - if it is likely that dispatch times will be longer than the advertised time, you will be advised of this prior to payment and you may then cancel or amend your order if you wish.

How long will delivery take? Why hasn't my parcel arrived? 

When your item has been dispatched I will email you to let you know. Most items listed on the website are dispatched via 1st class recorded (signed for) delivery, unless otherwise stated. If your item has been dispatched via either 1st class recorded delivery or via a courier I will tell you the tracking number for your item. Items sent via standard 1st or 2nd class post do not have any tracking available. Royal Mail aim to deliver 1st class post the next working day (Mon-Sat), but this is not always the case so please allow 1-3 working days on average for it to arrive. Royal Mail aim to delivery 2nd class post within 3 working days, but please allow 3-5 working days for it to arrive. Courier deliveries take approximately 2-5 working days for delivery. If you believe your delivery is late, in the first instance do please let me know so that I am aware of what is happening. I am unable to class an item as lost or undelivered until 15 working days after dispatch, as there is still a chance of delivery taking place during this time. When you feel an item has been delayed (for example, after 7 working days have passed) please check with your local sorting office every two days to see if the parcel is being held there (you can find your local office by clicking here), and check with your neighbours. In some cases, the items I dispatch are either too large to be posted through a letter box, or require a signature on delivery (and if you're unavailable when the postman calls he won't be able to deliver it), and if the postman is unable to deliver it is normal for a card to be left stating this. However, this doesn’t always happen and there is a chance that your parcel will have simply been taken back to the sorting office or left with a neighbour without you being notified. If after 15 working days your parcel has still not arrived I will organise a replacement of your item to be sent to you. In my experience, it is extremely rare that a parcel has actually been lost - in most cases it does arrive, just later than expected. I understand that this can be inconvenient, but unfortunately once an item has been dispatched the delivery time is out of my control. However, please be assured that I will do all I can to help you and I will stay in contact with you until you have received your item. NB: If the item is needed urgently and you feel unable to wait until 15 working days have passed, I am more than happy to arrange a replacement item straight away for you - however, please note that if your original order is subsequently delivered to you, or returned to me due to an error on your part with the delivery address you supplied or because the parcel has been left uncollected from the sorting office, you will be charged full price for the replacement and payment will be due on receipt.

I need my image, print or gift urgently - can you get it to me any quicker?

If you have an urgent deadline do get in touch and I'll see what I can do. I will always try to accommodate last minute orders if I can!

My parcel has arrived damaged... 

Thankfully this happens very rarely, but if your parcel has arrived in a damaged state please contact me straight away to let me know. I will take responsibility for contacting Royal Mail but I will ask you to please keep the damaged item and all packaging material until further notice, and to send me photographic evidence so that I can start a claim with Royal Mail. I will also issue you with a replacement item. (Please note: if you do not keep the damaged item and packaging, or send me photographic evidence of the damage, it is likely that I will be unable to replace the item.)

How do I pay?

You can pay using any credit or debit card. Payments are securely processed through Stripe - when you enter your card details on the payment screen they are encrypted and sent direct to the Stripe servers. The PhotoFairytales website, shopping cart, and payment screens are fully secure using 'HTTPS' pages. I do not handle or have access to your payment details - it is all handled via Script to give you full security.

What is “Stripe”?

Stripe is an internationally recognised e-commerce company which handles payments securely and safely online, enabling the sending and receiving of money online. The company is used worldwide by major businesses.  Script is certified to PCI Service Provider Level 1 which is the most tringent level of certification available in the payments industry. They use best-in-class security tools and practices to maintain their high level of security at all times.

Is it safe to use my credit card online?

Script provides a secure environment for making online payments, and offers high levels of fraud prevention and security when purchasing online. If you would like to find out more visit: https://stripe.com/docs/security/stripe. The cart system the PhotoFairytales site uses is safe and secure and has SSL encryption technology. On all pages of the PhotoFairytales website, including the payment screens, will see the small locked padlock appear in the bar of your browser window as you go through the checkout process, and the letters 'https' at the beginning of the page address.

Can you send me a proof of the artwork before I order so that I can see what it will look like?

I'm sorry, I'm unable to offer a design service without an order being placed and paid for first. As each gift is personalised and created to order, payment is required in advance. If you are unhappy with your item I will work as hard as I can to make the changes and alterations needed until you are satisfied. I cannot create artwork for approval prior to payment.

What do I do if I’m not happy with my order?

If you have any problems please contact me at [email protected] and I will do what I can to resolve the problem. My priority is that you are happy and delighted with your order, and I work hard at ensuring your piece of mind. For many items you will be sent a proof via email for you to check before it is finally created. I am more than happy to make amendments and alterations, but please note that I cannot undertake a complete re-design without this incurring further charges.

Can I get a refund?

Please refer to the Terms & Conditions below for current information.

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2: Questions about the Fantasy Portrait Images

How big are the Fantasy Portrait images?

Artwork which is emailed to you will be in JPEG form and is usually somewhere between 2MB-5MB in size. These can take a few minutes to download depending on your internet provider and whether you have Broadband or not. The dimensions of the actual images is based on A4 dimensions with approximately 1cm border around the edges (so printed area is approximately 190mm x 279mm). Once you have the image saved on your computer you can resize or crop it using the relevant programmes on your computer.

What will the quality of the finished image be?

This depends on the quality of the original photograph that you send me. I work in high resolution (300dpi) which is suitable for enlargement. However, you may experience a loss of quality if you try to enlarge the image too much - it will vary depending on the original photo. The images shown on the website are all low resolution to enable the site to load efficiently. Your image will be much higher quality - if you would like to see a higher resolution sample before ordering just let me know and I will be happy to email it to you.

Will my finished image be identical to those shown on the site?

The images shown on the site are for illustration. Your finished image may not be identical as it depends on the position of the person(s) in your original photo. If you are at all unsure about whether your photo will be suitable for a particular theme or style I am more than happy to take a look before you place an order, with no obligation.

None of the designs on the website are quite what I’m looking for - can you design something specific for me?
Can I place a custom order?

Yes, custom orders are always welcome. You can either ask for something specific and I'll discuss with you whether it can be achieved or not, or you can ask me to create an image based on information you provide. For example, if you have a little girl who loves pink and ponies and none of the images on the website quite fit the bill, just ask me to create an image based around those interests! Please note however that it is likely there will be an additional fee for artwork. However, you'll be advised of this before ordering and you can decide whether or not to proceed.

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3: General Questions

How do I know if the photo I want to use is suitable or good enough quality?

Please visit the Choosing the Best Photo page for details.

Can you help me choose the best photograph - is it OK if I send you one to check before I order?

I am more than happy to help - if you are not sure whether your photo will be good enough quality, or if you can’t decide between 2 or more photos, just get in touch and I will be delighted to advise.

My photo isn’t very good quality – will you be able to work with it?

Please feel free to send me the image via email and I will be more than happy to take a look and advise you (without any obligation!).

How do I contact you?

The easiest and quickest way is via email: [email protected] or by using the contact form on this website. Postal queries can be addressed to: PhotoFairytales, 45 Swan Road, Dereham, Norfolk, NR19 1AG. As I work from home, I don't publish my phone number in respect of the privacy of my family. However, I check emails daily (Monday-Friday, excluding bank holidays) and will always respond to queries promptly.

I have sent you an email but received no reply…

I will always reply to emails within 1 working day. If you have not received an answer please check your junk mail inbox before emailing me again.

What are "working days"? 

Working days are classed as Monday to Friday, with the exception of Bank Holidays. If I am taking any extra time off there will always be a notification on the website.

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4: Technical Questions

How do I send you a photo?

Email your photo to me at [email protected], sending it as an attachment to the email rather than in the body of the message. You can find further detailed information about sending photos by clicking here.

How do I open the image or artwork you have emailed to me?

When you open the message from me that contains the artwork, you will see the word “attachments” near to the top of the message. Simply right click on that file and select “Open” to view the image. Once you have opened the file you can then save it to your computer by going to “File” and then “Save As”.

What is a “proof”?

This is the word used when you are shown an image (usually low resolution) for approval so that you can check it for inaccuracies or errors. Once you have approved the proof your order will be completed and no further changes or corrections will be possible.

What is a JPEG?

This is the name of a file which is an image. These files end “.jpg”, for example: “party.jpg”

What does “resolution” mean?

This refers to the quality of an image or photograph. As with newsprint images, image files on computers are made up of tiny dots. The more dots there are in an image, the higher the resolution. The number of dots that make up an image are referred to as “dpi” or “dots per inch” - the higher the dpi, the higher the resolution. Images which are high resolution are best suited to enhancements as they can be enlarged whilst losing little quality.

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More Questions?
If your query isn't covered here, please don't hesitate to contact me and I will be more than happy to help!

Terms & Conditions
These terms and conditions apply to the use of this website at www.PhotoFairytales.co.uk (the “website”), and by accessing this website and/or placing an order you agree to be bound to these terms and conditions. If you do not accept these terms, please do not use this website.

Photographs sent by the Customer
All images received for orders are accepted on the understanding that you own the images or have permission from the owner for use. You will be held liable for any action taken by a third party with respect to violation of copyright.

Use of Images on this Website
Images or logos or copy used on this website may not be copied in anyway, in whole or in part, without prior written permission of Sarah Thexton. Any copying, downloading or unauthorised use of images, logos, and text on this website is strictly forbidden.

Your Finished Image
You may not pass off any or part of the finished images created by Sarah Thexton or PhotoFairytales as your own work. Images shown on this website are for illustration purposes only and your finished image may be slightly different to that shown on this website. Your finished image is for your own personal use only, and not for resale or commercial use.

Sarah Thexton cannot be held responsible for the loss or damage to any original photographic material or images you choose to send via the post. If you do wish to post such material to me, you are advised to use an appropriate postal service which insures your item.

Ordering, Cancellations & Refunds
Confirmation of your order will be sent to you via email. You may cancel your order at any time until the point of payment. Personalised and bespoke items are created to order and therefore cannot be cancelled or returned (unless faulty) once payment has been made. Once payment has been made this will constitute a contract. The right to refuse an order in whole or in part is reserved. Your order will be refused if it is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy, or which may cause annoyance or inconvenience. If you are provided with an artwork proof Sarah Thexton will make every reasonable effort to make amendments or changes to the image until you are satisfied. However, you cannot change to a different design once you have placed your order. If you request major changes or alterations to your order once placed please note that this may incur additional charges, and these will be payable prior to the changes or alterations being made. If a mistake has been made on the part of Sarah Thexton or PhotoFairytales, and your item is incorrect, it will be replaced at no charge. If an item is incorrect due to a mistake on your own part, Sarah Thexton or PhotoFairytales will do everything possible to rectify the problem for you but please note this may incur additional charges. You can return any item that is non-personalised, not made to order, or not bespoke within 14 days of receiving the item if you change your mind. The item must be undamaged, unopened and returned in a saleable condition. After the returned item has been received you will be refunded the cost of the item plus delivery within 14 days. If you opted for enhanced/upgraded delivery this will not be refunded. Unless the item you are returning is faulty, you are responsible for return postage costs.

Prices & Payment
All prices quoted are inclusive of delivery unless otherwise stated. The price, availability and specification of the goods may be subject to change without notice. Orders will not be deemed as placed until payment has occurred and cleared. All prices quoted are in £ sterling. If you are ordering from outside the UK the price you will be charged will be at the exchange rate on the day of invoicing.

On receipt of your order you will be advised of the expected delivery time of your order via email. Items will be despatched within the time stated on the website, subject to availability. Unless otherwise stated, orders are usually sent via Royal Mail and in some cases via courier. Postage and packing rates quoted are for delivery within mainland UK and are subject to change without notice. All risk of loss or damage to the goods shall pass to you upon delivery. You may specify a delivery address which is different to your billing address if you are, for example, requesting a product to be sent to a friend or relative.

Links to Other Sites
Sarah Thexton is not responsible for the content of external websites which may be linked to this website. The links are provided solely for your interest and convenience. If you click on a link you may leave this website. The presence of a link on this website does not constitute endorsement or representation of the company or product. If you access any of these links you do so entirely at your own risk.

Charity Fundraising
In the event that a fundraising campaign is taking place on the website, unless otherwise stated 100% of all donations received will go direct to the stated charity.

Your Privacy 

I Sarah Thexton am the data-controller of your personal information as it relates to my PhotoFairytales website. When you place an order I will receive your name, address, phone number, optional delivery address and email address. I will only use these details to process and deliver your order, or deal with any queries you have related to that order. If you send me a message using the Conact Me form on this website, I will receive your name and email address. The only circumstances in which I will share your data are in processing your order or complying with the law. I will never use or pass on your information to third parties for marketing purposes or any other purpose, other than the circumstances listed below, or add you to any mailing list. The circumstances in which I may share your data are:

  • With delivery companies to fulfil your order.
  • With suppliers to fulfil your order.
  • To comply with legal or tax obligations.

The delivery companies and suppliers that may be given your details will not add you to their mailing list or contact you for any reason other than to fulfil your order. They will not share your information or use it for marketing purposes.

I will only retain your details for as long as necessary in order to process the transaction and I will securely store any data collected during that period. I retain personal data related to orders or customer queries for six years. After this time I will delete your data from my records. You have the right to know what personal data I hold about you, and to ask for that data to be changed or deleted. You also have the right to complain to the ICO if you believe there is a problem with the way I handle your data.

In addition to my own privacy policy, when paying for your order via Stripe, your data will be protected by Stripe's privacy policy. I do not see, have access to, or store any of your payment information.

Only you can add your details to and opt into the mailing list. If you join my mailing list you will be asked to confirm your subscription via a 'double opt-in' method. This means that after joining the mailing list you will receive an email asking you to confirm subscription. If you do not confirm subscription your details will not be added to the mailing list. Newsletters and email marketing is only sent to those customers who have specifically subscribed to the mailing list service. All subscription emails contain clear information on how to unsubscribe from the email mailing list service - all emails you receive via the mailing list will have an unsubscribe button on the footer to enable you to do this. You can also contact Sarah Thexton to request manual removal. Once you have been removed from the mailing list your details will be removed completely from, and forgotten by, the database.  I never sell, rent or exchange mailing lists. When you join the PhotoFairytales mailing list the details you supply are transferred securely and processed by Mailchimp which is an international mailing list provider. They transfer and process the details you provide in order to add you to the mailing list, and gather statistics around email opening and clicks using industry standard technologies to help monitor and improve the PhotoFairytales mailing list e-newsletters. For more information, please see MailChimp’s privacy notice.

Your finished image or item will not be used on the website or in any publicity or promotional material without your clear, written prior consent. If you do consent to the publication of your image in this way I reserve the right to withdraw it at any time. If you grant me permission to use your image and then change your mind, please be aware that whilst all attempts will be made to withdraw online and advertising use it may not be possible to entirely remove the image from the internet or printed publications, and it may take time before supplies of printed material that feature your image are exhausted. However it will not be used in any future publicity or promotions once you have withdrawn consent, and it will be removed from prior use as quickly and thoroughly as possible.

If you have any queries regarding privacy, or concerns about your personal data, please contact Sarah Thexton at [email protected]

Use of Cookies on this Website:

What are Cookies? Cookies are text files containing small amounts of information which are downloaded to your device when you use a website. Cookies are then sent back to the originating website on each subsequent visit, or to another website that recognised that cookies. Cookies are useful because they allow a website to recognise a user's device. You can find more information about cookies at www.allaboutcookies.org. Cookies do lots of different jobs, like letting you navigate between pages efficiently, remembering your preferences, and generally improve the user experience.

Cookies on this site: PhotoFairytales uses Google Analytic tools to collect information about how people use the website and how they find it. This helps to make sure the site is meeting your needs and to find out how things can be improved. Analytics store information about which pages people visit on the site, how long they stay, how they got here, and what they click on. Analytics cookies do not collect or store users' personal information (eg, names and addresses), so this information cannot be used to identify individuals. Google Analytics does not use or share its data. By using the PhotoFairytales website you agree that these types of cookies can be placed on your device. You can choose to accept or decline cookies - most web browsers automatically accept cookies, but you can usually modify your browser settings to decline cookies if you prefer. This may prevent you from taking full advantage of a website. In addition, the PhotoFairytales website also carries certain "share" buttons to enable users to easily share pages of this website with their friends and family through popular social networks (eg, Facebook). These sites may set a cookie when you are logged into their service. The shopping cart on this site will collect cookies to ensure that when a user has chosen the goods they wish to buy and clicks the purchase button, the site ‘remembers’ what they chose on a previous page. This cookie is strictly necessary to provide the service the user requests (taking the purchase they want to make to the checkout) and so no consent would be required.


These terms and conditions may be revised and updated from time to time. Please ensure you have read the current version published here on this website before placing an order.

Updated 20th June 2018

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